文章基本信息

标题：CRM and customer data: Challenges of conducting business in digital economy
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作者：Bakator Mihalj ; Bakator Mihalj ; Đorđević Dejan 等
期刊名称：Journal of Engineering Management and Competitiveness
印刷版ISSN：2334-9638
电子版ISSN：2217-8147
出版年度：2021
卷号：11
期号：2
页码：85-95
DOI：10.5937/jemc2102085B
语种：English
出版社：University of Novi Sad, Technical faculty Mihajlo Pupin, Zrenjanin
摘要：Enterprises are facing difficulties in achieving and maintaining competitive ability amidst globalized markets. In the modern business environment, an effective CRM is an imperative for retaining customers. As CRM systems rely on customer data, it is important to secure data integrity. This paper thoroughly analyses the challenges of enterprises, CRM and customer data. The main goal of this paper is to provide an overview of existing literature and business practice in the domain of CRM. In addition, a model for improvement of CRM is developed. The model is based on the results of conducted review, and as such, it presents an approach towards enhancing CRM systems while taking into consideration the integrity of customer data.